Job Title:             Senior Service Desk Analyst

Location:             Cardiff (Hybrid)

Salary:                 £28,000

Contract type:    Permanent

#LI-Hybrid

About the role

We're looking for a proactive and experienced Senior 1st Line Service Desk Analyst to join our team and provide exceptional customer support. In this role, you'll manage our monitoring software, troubleshoot issues, log calls, and resolve support queries quickly and efficiently.

You'll handle inbound calls, emails, and service requests, providing advanced first-line support as well as taking ownership of more complex technical issues before escalating them to the relevant teams when needed. As a senior member of the Service Desk, you'll also act as a point of guidance for colleagues and help ensure our customers receive the highest level of service.

The ideal candidate will be an enthusiastic communicator with a strong customer service focus, quick-thinking, and detail-oriented. Experience with troubleshooting and technical support is essential, but most importantly, we're looking for someone eager to learn, share their knowledge, and make an impact.

Please note that this is a Hybrid role with onsite requirement 3 days a week. Applicants must be able to reliably travel to the office and where required, attend customer or business locations

What you’ll do

• Assist customers with questions relating to supported software and platforms, ensuring all work is carried out in line with company processes, policies, and customer SLAs/OLAs.
• Manage our proactive monitoring software on a day-to-day basis, including logging, investigating, and resolving related service desk tickets in accordance with service guidelines.
• Log and update tickets accurately, maintaining detailed records of all incidents, requests, and customer interactions.
• Provide advanced first-line support and take ownership of more complex technical issues, escalating to the appropriate teams where required.
• Communicate effectively, both verbally and in writing, with customers, third-party suppliers, and internal teams.
• Build and maintain positive working relationships with colleagues, supervisors, customers, and external partners.
• Support and mentor other Service Desk team members, sharing knowledge and helping to maintain high service standards.
• Take an active role in your own professional development, continually building the skills and knowledge needed to perform the role effectively.
• Support the delivery of the company's proactive services and assist with wider Service Desk operations as required.
• Travel to customer sites across the UK when required to meet business needs.
• Work from customer sites when required, providing on-site support and maintaining excellent customer relationships.

Requirements

What we are looking for?

Essential

• Experience of working in a technical customer service IT support role in a 1st/2nd line capacity.
• Exceptional customer services skills
• Exposure to working to SLAs
• Experience of working in a fast paced working environment
• Full and valid UK driver's license
• A good understanding/working knowledge of the following technologies: Windows Operating Systems(7, 8.1, 10, 11), Microsoft Office, AV Products, PC/server security, LAN, Exchange, Active Directory
• A good understanding of IT support principles; e.g. desktop, networks, infrastructure
• Ability to use desktop software and applications- word processing, spreadsheets and graphics
• Office 365 experience
• Excellent telephone manner and customer engagement skills
• Proactive approach to workload and customer needs.
• Strong prioritisation, time management and troubleshooting skills

Desirable

•  A basic understanding of Apple Technologies
• SCCM/Intune experience
• Excellent customer service, communication and interpersonal skills- able to build and establish good working relationships internally and externally
• Good numeracy/literacy skills
• Practical problem solving and negotiation skills
• A relevant technical qualification
• Experience with ServiceNow
• Experience with Autotask
• Experience with Datto RMM

Benefits

Who are we?

ARO has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change. 

Why Work for ARO?

At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make ARO a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

💰 Company Pension Scheme and matching contributions

🎁 Company Perks portal

🏥 Private Medical insurance

🛡️ Life assurance

✈️ 25 days holiday plus bank holidays plus holiday trading

🎂 Your Birthday off, on us

💪 Health Club and Wellbeing Scheme

📈 ARO Shares after 12 months employment

🤝 Employee Assistance Programme

💻 Technical Training Academy and E-learning

💼 Hybrid working

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.